Premium Customer Support

We're an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world

At Acquire Intelligence, our mission is to help business work smarter.

We bring together the best people, efficient processes, and automation to help companies grow faster and operate with confidence.

Our purpose is to simplify how businesses work, improve performance, and lead meaningful change across the globe.

If you're passionate about making a real impact through innovation and collaboration, Acquire Intelligence is the place to grow your career.

Advance Your Career - Join us today and be part of a team where your work makes an impact

WHY JOIN THE A-TEAM? Come for a career, stay for the fun

• HMO coverage for you and your family**

• Yearly Kick Off Parties with major giveaways (like the car in 2023)

• Get recognized through our 'Value Awards'

• Grow your career - yes, we love to promote internally

• Do meaningful work and collaborate with the best

• 900 promotions given each year

• 2,700+ leadership training courses

A SNAPSHOT OF YOUR ROLE

The Premium Services team is responsible for a range of services related to repair management.

YOUR DAILY RESPONSIBILITIES

Service Request Cancellation and Re-creation:

• Efficiently handling the cancellation of service requests when required and recreating them to ensure customer needs are addressed promptly.

Updating Service Request Information:

• Ensuring all service request details are accurate and up-to-date within client's systems, including customer preferences, product details, and repair requirements.

Outbound Customer Calls:

• Proactively contacting customers to verify the accuracy of their service request information, ensuring all details are correct and aligned with their expectations.

• Proactively contacting customers who have been identified to have a long booking date to confirm service availability or reschedule requests

• Updating the Customer Relationship Management (CRM) system with verified information to maintain data integrity and enhance customer service quality.

Monitoring and Management of Swap Cases:

• Overseeing swap cases initiated by third-party partners, ensuring timely resolution and coordination between all parties involved.

Processing of Spare Part Return Claims:

• Managing the return claims process for spare parts, ensuring accurate documentation, and facilitating the return of defective or unused parts.

Assisting the Warranties Team with Warranty Claim Management:

• Supporting the warranties team in managing warranty claims, ensuring compliance with warranty policies, and providing necessary documentation and updates to streamline the claims process.

Mobile device Care service order creation

• Creating service orders for Mobile partners relating to care claims, assignment of service orders to specific service partners for management

• Providing clear reporting regarding repair status and cases that have been identified as long-term pending over 14 days to relevant stakeholders.

Determine cross-sale opportunities within our existing customer base, focusing on improved customer experience

Answer customer queries regarding recent product and service offers

Providing account information to customers

Other appropriate tasks and responsibilities as requested by Management

A BIT ABOUT YOU

• Excellent customer service, outbound and inbound calling.

• At least 1 year of BPO experience

• Ability to multitask and prioritize enquiries as requested by management

• Strong problem solving and resolution skills 

• Ability to work both autonomously and within a team

WHAT WE VALUE

We're proud of our diverse global team, all working in a collaborative environment and happy to share these common values:

• Curious and Clever: Smart questions spark smart solutions.

• Entrepreneurial Energy: Think like an owner. Solve like a founder.

• Fast with Intent: We move fast and deliver real results.

• Laugh and Learn: We don't take ourselves too seriously, just our results.

What are you waiting for? Come for a career, stay for the fun

Join the A-Team and experience the A-Life